Mountain Equipment Company Opiniones 193

Terrible customer service. Purchased an item indicated as in stock in store to pickup. Apparently it wasn’t in stock so they decided to ship from another without telling me. Couldn’t cancel, so I waited 3 weeks for item to finally arrive at store (although I’d already bought the same item at another store by this time). Call the store, they can’t refund me. Try calling Mec support repeatedly, they never answer the phone or even bother to call me back, still no email confirmations from Mec. Didn’t respond to the web form I sent in either. Never had any of these issues when MEC was a coop and owned/operated locally. Never ordering online with them again!

Dec 1,2023. my wife picked a coat at the Laval store. Her size was not available. The service person verified that stock was available on line. Later that day I placed a on line order. I verified multiple times over the next week + and still have the following message (Order being processed: We're on it. Your order could be on a forklift or being put into a box. Check back soon for updates.) On Dec13 called the service line twice and both times waited over 15 minutes with no response. Left a call back number numerous times. On Dec 14 finally received a call back and news was your order is now in North Vancouver. Asked if they could verify if the stock was there and the order would be shipped. They could not. Asked to speak with the manager and received apologies but he could not advise if it would be fulfilled. Received a $40 gift card for my problems but still do not know if we will receice the merchandise.

After an order went wrong (missing package), I tried to contact the company and it has been a total disaster.

1. Extremely long wait times (1hr+) to get an agent, no callbacks after promising callback, unable to get through on the phone, had a call dropped once after a 1 hour wait and am STILL waiting in the queue now.
2. When I did get through to them last week, they told me to wait two weeks to see if the package shows up. This is after Fedex already told me the order is missing. This is also against the MEC.ca policy page on missing package, that states MEC must be contacted within two weeks.
3. No email trails provided to me, no case number provided to me, no proof of contact whatsoever. IF they wanted to (or continue to be incompetent), they could easily act like I never reached out to them and claim that I blew their missing order policy.

Its taken me hours upon hours now, and still no resolution - I regret deeply using MEC gift cards, because I cant dispute (as I could with my credit card). It would have been less time for me to order in-store and just pick up the package.

I have ordered a bicycle computer bundle online. It arrived as incomplete order - only computer without sensors (bundle). Tried to contact their customer service thru phone or messenger, no luck after 30-40 mins of wafting.
Then, went to their Calgary store to exchange but the bundle was not available. They offered a refund, and it took over 30 mins for the approved return transaction to my card. So much wasted time and frustration to buy one simple item on-line. No more....

On m'écrit par courriel deux mois après un achat effectué en ligne et qui s'est par ailleurs très bien passé, que ce que j'ai commandé et reçu, n'a pas été facturé à ma carte de crédit, et qu'on devait maintenant me le facturer. Deux mois après c'est ordinaire. De plus, le courriel était écrit en anglais.

I purchased a jacket online before BlackFriday on 22nd of November 2023. MEC waited for BlackFriday week to finish and then sent me email that item is out of stock and I have to wait 3-4 weeks. A week later they canceled my order. I lost time and opportunity to buy item at lower price in other store.

Awful customer service!!! STAY AWAY FROM THIS COMPANY.

Ordered something online for store pick up and it took forever to receive the “pick up email” so i decided to go to the store and purchase the items myself. That was 2 weeks ago! Since then, i’ve emailed them, call them (unable to get thru) been promised a call back (no one called back!!) absolutely disgusting… they took my money, and there is no hope for the refund. At this point i am not sure I’ll get my money back. This company should be reported to be better business bureau. I much rather go to any other store or even amazon. DON’T WASTE YOUR TIME AND ENERGY WITH THIS JOKE OF A COMPANY!

There was low stock on common sizes at very beginning of winter season. I ordered mitts online to be shipped to Langley store for pick up. After 5 days I called for update. Was on hold for 1 hour, then left my info for call back. Never received a call back. Called again next day and someone answered after 1.5 hours waiting. They were very polite and helpful (hence 2 stars and not 1). Said mitts were coming from North Van (1 hour drive to Langley), but they didn't know when they would be delivered. Been 7 days now and no news. Called MEC twice to cancel order (I found mitts somewhere else in mean time) but no answer and never got a call back. I really loved MEC when they were a Co-op. Now just disappointed. Probably shop at REI to support a Co-op.

Oh, for the days of the co-op. What has become of MEC is very sad. I am walking through here now, looking for specs on the winter coats, which are only half up and half down. I just lined up for 15 minutes to pick up an item I already paid for. It seems like the only person on the customer service desk was frantically looking for a missing items for one customer, but held up everyone else, while the multiple cashiers stood there doing nothing. Walking upstairs I see the phone ringing off the hook and nobody seems to care about answering it. It seems like the biggest focus here is on security. Burly security guards at the entrance. I walk around the sparse stock upstairs completely ignored by any associates. They are very careful in the change rooms about how many items you take in, loud, walkie-talkies, blasting on every employee as they breeze by, ignoring customers. As I say security appears to be a number one priority. I know they have taken on the old logo of MEC with the little mountain, but I can predict a quick death to this place. Very sad, I have many items from the once competent and reliable company that the co-op was.

I bought a hydro reservoir on-line during their Black Friday sale weekend; opted in to their interest-free 4x pay through a third party MEC partner Klarna. Klarna charged me but when I followed up with MEC there was no record of my purchase and the product was out of stock.
One of the Langley store Managers, Tanner, met with me in-store to quickly help resolve my problem by refunding the Klarna charge and stayed with me until I was satisfied with a replacement reservoir and new price.
His colleague, Simarjit was a whiz at the cash register helping with the refund and new purchase with a better option, matching the sale price.
Thank you to both gentlemen for helping me have an excellent client experience. A little help goes a long way and in this case, a Lot of help was offered.
Sincere thanks.

After placing online order, could not get customer service on the phone to correct my email address. No "call-back" received.

• Don't get took buying another company's “sale” items from MEC. Go to the Brand's website before paying. Buying directly from the Brand is often cheaper. I bought a jacket that sells for $399.99 on “sale” for $238.94 (40% off). I could've bought it directly from the Brand for $119.99. Now I'm stuck waiting weeks for a price match – and the Brand's price dropped again for Black Friday on their own website

• Don't use PayPal when buying from MEC online (reason #1). If you return items in store MEC gives you a store credit – not credit back on your credit card

• Don't use PayPal when buying from MEC online (reason #2). MEC claims that PayPal orders are hard to cancel and their refunds are difficult to process. This isn't true! I've never experienced this with another retailer using PayPal

• Report MEC to your credit card company or bank when they take too long to give refunds or match prices. They will intervene on your behalf, don't wait months to get your money back, unless otherwise stated

• Remember MEC is owned by an American equity firm. Consider buying from - and being loyal to - your local independent sporting goods shop

Placed an order online for instore pickup, realized I'd ordered the wrong item, emailed to cancel the order. The money had already been taken from my account, I was told a refund would be processed within 5 days. So after 4 weeks I emailed again, no response, so I called customer service and was told there's a delay processing returns. Here I am, 10 weeks later, no return processed, customer service aren't answering calls, nobody on live chat, and not getting a reply to emails. So I spent $750 an something that never actually left the store, it has never been in my possession. Avoid MEC at all costs, not the company they used to be. Totally unacceptable.

DO NOT ORDER ANYTHING FROM THIS COMPANY!
Like others have said, it is the absolute worst customer experience ever (couldn’t reach anyone through their live chat line (if I could get the form to come up at all - tried over several days), emailed weeks ago and got no reply, and then finally sat on hold forever waiting for someone to answer). The rain suit I ordered said it would be to me in 6 days - it is now a month later and still no word from them as to why the hold up. I tried going online as if to order the item again and it still says it would arrive in 6 days - no further info about it not being in stock or on back order. I will never do business with this company again and will be sharing my experience with friends and family.

In August 2023 I purchased a FireCan for camping. The product was defective and did not stay lit. Also, the item description on the MEC website is materially incorrect. I immediately returned the product to the MEC Returns Centre via Canada Post and have the delivery confirmation. After multiple follow-ups I have yet to receive a refund or response from MEC. Separately, my wife ordered a pair of hiking shoes. The shoes were USED, not new. The Returns desk gave her a hassle about returning them.

Wow!! Have never experience such a thing with such a major brand. I have tried for 2 weeks to cancel an online order that was placed for store pickup and I literally cannot even reach their customer service department! On hold for ages and they say “leave your number for a customer service rep to call you back.” Did that 2 times no one ever called. Thought I’d try their chat box online, after waiting forever it said “leave an email as wait times are longer than usual.” So I sent an email and no response for 2 weeks. This is absolutely insane. I need the credit back on my card and cannot reach any form of customer service, this is not okay. I thought I’d try their head office but can’t even reach a human to speak with.

I've been purchasing outdoors gear from MEC for close to two decades. In the past I've had plenty of good experiences. Not any more though, apparently.

I ordered a pair of boots online. Got a confirmation message in my email box that said they would ship soon. Waited more than a week and the boots weren't shipped. So I called the customer service number. I was stuck on hold for about 20 minutes and couldn't get through, so figured that I'd try their online chat service. Again, waited more than 20 minutes in their online chat and no customer rep showed up to chat with. Finally I tried emailing customer support. Wrote a detailed email including the order number, my member number, and exactly what the problem was. I got a response email saying that email requests usually take no more than a day. Waited three more days - no response.

Made another phone call, this time I just stayed on the line until a customer rep would talk to me (took more than half an hour on hold). She told me that the boots had been shipped to the wrong warehouse and that she would fix it. But she couldn't tell me when I would get the boots shipped to me, or why they hadn't been sent to me. And I have no way of knowing if my order is on it's way. It has now been two days since that phone call and I still have no boots or shipping notice.

I guess I'll have to contact them again and try to cancel the order.

Much like most reviews here, online experience is horrendous. If MEC management needs help fixing their e-commerce experience, they can reach out to me and I would be happy to consult and fix their customer experience.

For a giant retailer, they sure have no clue on how to do ecom. You're getting orders cancelled left and right, at the same time tarnishing your brand.

Waiting over a week for an order with no updates, customer service can't tell you anything at all. Just invest money and you'll get money in return.

Ordered an item online, followed up at my local store as I was not receiving any updates. They reported they were having computer issues. They called customer service and I was told my item would be priority shipped to my store. Followed up one week later with customer service to be told the item I ordered was out of stock and they are cancelling my order. Such a frustrating ordeal!!!!!!